Images Flooring, Inc.

*** ***, Images Flooring and the Builder are working on a new product or settlement to offer the buyerLot's of details to cover and the builder will get in touch with the consumer Thank you Tell us why here

HelloWe have set up an inspection with Century Homes, an Images Flooring Representative that is an expert with these materials and the Sales Representative on the hardwood floorsMay 16th - amThe homeowner is aware of this appointmentWe will do our best to resolve everything
at that time and schedule repairs if deemed necessary by the builder and the Representative of the floorsHe will know if they are failing due to homeowner maintenance or the product itselfIf anything is due to the workmanship we will honor the warranty period that we have with Century HomesPlease let me know if you need anything else at this time Thank you ***

Initial Business Response /* (1000, 6, 2015/07/23) */
Century Homes, the vendor of the product and Images Flooring have all been very involved in thisWe have certified inspection reports to show the findings
majority of the problem due to consumer maintained floor improperly - used some kind
of steam application to clean their floor
Please contact us if anything further is needed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However, nothing has movedAlthough the flooring company tells me I to choose different flooring, *** says noI am running out of patienceInspectors started inspection months ago
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/05/11) */
[redacted] is the manufacturer of the product, we only install the materials. Please see attached letter from them on the issues at hand. Please let me know if you have any other questions.
April 17th, 2015
Atten: [redacted]
Images...

Flooring
[redacted] Ave
Englewood CO
RE: Claim filed at 2711 Bridle Dr
Dear Ms. [redacted]
This letter is acknowledgement of a claim registered against the invoice for style Nottoway, color Weathered Saddle for finish issues on the hardwood.
I inspected this wood on site on April 8th. At the time of inspection there was three spots marked with blue tape and the home owner also pointed out one board that had movement. I found one of the spots marked with blue tape to be a knot hole in the wood where a piece of the wood had chipped out. I found the other two areas of concern to be small chips in the side of the material. The home owner stated that the board that had movement had been replaced already. The homeowner also stated that the installer had been out twice before to repair boards that had chips.
I found no finish or material issues in any of the installed material. The boards that were marked on site with chips is a site related condition. The movement of the one board is either a low spot in the subfloor or the board repair was not glued down completely.
This is a real handscraped floor so some rough areas and deep scrape marks are considered a normal characteristic of this material.
I find no cause for future consideration of this matter from a manufacturing standpoint.
Proper care and maintenance can help minimize the occurrence of scratches, chips and dents. The following maintenance and care guides should be followed to keep your hardwood floor looking like new:
For cleaning: • Use a soft cloth to blot spills and spots as soon as they happen. Always avoid allowing liquids to stand on your floor. • Sweep, dust, or vacuum the floor regularly with the hard floor attachment (not the beater bar) to prevent accumulation of dirt or grit that can scratch or dull the floor finish. • Clean the floor with R2X Hard Surfaces Flooring Cleaner from Shaw's line of floor covering care products.
While cleaning is easy, there are a few things to avoid: • Don't use oil based, wax, polish, or strong ammoniated or abrasive cleaners. • Don't use steel wool or scouring powder. • Don't wash or wet-mop the floor with soap, water, oil-soap detergent, or any other liquid cleaning material. This could cause swelling, warping, delamination, and joint-line separation, and void the warranty. • Don't use any type of buffing machine.
Other routine care instructions: • For spots such as candle wax or chewing gum, harden the spot with ice and then gently scrape with a plastic scraper, such as a credit card. Be careful not to scratch the flooring surface. Wipe clean with a damp cloth. • For tough stains, use Shaw's R2X Hard Surfaces Flooring Cleaner. • Do not use any type of buffing machine.
Use protective mats Good quality entry and exit mats will help collect the dirt, sand, grit, and other substances such as oil, asphalt, or driveway sealer that can otherwise be tracked onto your flooring. Do not use rubber- or foam-backed plastic mats as they may discolor the flooring. To prevent slippage, use an approved vinyl rug underlayment.
Use floor protectors on furniture Use floor protectors and wide-load-bearing leg bases/rollers to minimize indentations and scratches from heavy objects. As a rule, the heavier the object, the wider the floor protector should be.
Maintain relative humidity level • Maintain a normal indoor relative humidity level between 45 and 65% throughout the year to minimize the natural expansion and contraction of wood. • Heating Season (Dry): A humidifier is recommended to prevent excess shrinkage due to low humidity levels. Wood stove and electric heat tend to create very dry conditions. • Non Heating Season (Wet): An air conditioner, dehumidifier or periodically turning on your heating system can maintain humidity during the summer months. Avoid excessive exposure to water during periods of inclement weather.
Avoid sharp objects While your Shaw Hardwood floor is one of the most wear resistant floors on the market, sharp or pointed objects can damage it nonetheless.
Watch your feet Remove shoes with spiked or damaged heels before walking on the floor. They many cause indentations in your flooring.
Watch your pet's feet Keep your pet's nails trimmed to keep them from scratching your flooring. Rearrange your rugs and furniture Periodically rearranging your area rugs and furniture will allow the flooring to age evenly. UV sunlight will soften the tone of different species of hardwood to varying degrees.
Protect the floor when moving Use a dolly when moving heavy furniture or appliances. But first, put down a sheet of quarter-inch plywood or Masonite to protect the floor. Never try to slide or roll heavy objects across the floor.
If you have further questions or concerns regarding our warranties or care and maintenance, please contact our Shaw Information Center at XXX-XXX-XXXX or visit our website at www.shawfloors.com.
Sincerely,
[redacted]
Builder Account Specialist
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lady from Shaw that came out is making FALSE statements.The conversation we had was not the same as she is putting in the letter. There is a total of 6 tape marks that I had and showed her. Three as you come in the door and three more at the back. I NEVER said "chips" they are splinters coming up. I was not having an issue with the fact that it is "handscraped". She had told me that she gets a large amount of complaints on this flooring. That tell me there is more of an issue here.
The statement "The boards that were marked on site with chips is a site related condition" What is she implying by that? I showed her that we only use a micro fiber mop with a little water to clean. That no shoes are ever worn in our house, Which she did not respect that and just wore her shoes around. Also that the kids do NOT play with anything on that area. Only in the up stairs rooms or in the basement. I will attach photos of some of the areas. this is the boards splintering off on the edges, Same issue I have had since I moved in and they have been replacing boards for. I should not have to replace boards every 3-4 months. This is a defective product and very poor quality. This is not "normal".
Final Consumer Response /* (4200, 24, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Flooring has been replaced and looks great, but not complete. The trim is in poor shape now. chunks missing and cracked. They have been working on getting trim to fix this. Was told maybe some time this week.been waiting on this to get done for 6 weeks!!!!
Also dish washer does not work as it did before they pulled it out. sounds like marbles when its running. Was told they would call a plumer and then call me back in 30 minutes. never heard back on that. going to email them today.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 26, 2015/09/23) */
We have started the install of the new baseboards. We were not able to complete yesterday and have scheduled to go back next week.

We have confirmation from [redacted], the supplier of this material, at this time they are now willing to donate the material for a replacement on this job. They would like the consumer to pick a different product if possible, as this selection if not recommended for the climate in...

Colorado. The selections were not done with Images Flooring, if they were this wouldn't have been a product we would have shown. Now that we installed it for this supplier and builder as selected by the consumer we are getting the complaint. So truly we feel the complaint belongs to [redacted]. We will be discussing with them on covering the labor costs as well. We have no control over how much another flooring company charged or the builder charged, so the $25,000 is way to high for compensation if it goes that route. Please let me know if you need anything further at this time. Thanks for your time. Ginger K[redacted]Operations ManagerImages Flooring303.937.9221

Hi ThereJob site wood requires a lot of care and maintenance in each and every home. There are several variations that can lead to scratches in the finish, it just depends on the traffic in your home, pets, kids, etc.  We did an extra screen and coat of finish already at this home after...

closing. We include three coats during production with [redacted] contract. We had the manufacturer rep and the finish rep out to the house to view the concerns. Then closed the ticket with no further action needed. The homeowner also mentioned they would get someone else to work in their home and no longer allow Images Flooring to do so.  If you need anything else, please let us know.  Thanks